Delayed Credit Card Application – Inconsistent Service Between Branches

I app**** for a Capitec credit card at your N1 City branch on Sunday morning after seeing a credit offer available in my app. I am an existing Capitec client, and I submitted all the required documents at the branch.

The consultant informed me that it would take “a few days – worst case scenario Wednesday.” I found this unusual, as my daughter app**** for the same credit card at your Burgundy Estate branch, and within 45 minutes she had her card activated and ready to use. When I asked about this difference, the consultant said, “It depends who deals with your application – it could be today, likely tomorrow, worst case Wednesday.” That doesn’t inspire confidence — efficiency shouldn’t depend on who “feels like doing their job.”

Monday: I received a call asking for a photo of the back of my ID — something that should have been checked when the application was submitted. I provided this immediately.

Tuesday: No feedback, so I followed up. I was then told that it would take 7 business days for an outcome, which contradicts both what I was told at the branch and what your website states.

Wednesday: Still no feedback. Instead, I received an SMS asking me to resubmit the same documents I already submitted on Sunday.

At this point, it’s been four days and there is still no update, no clarity, and no ownership from anyone on the status of my application. Each follow-up gets me a different story.

Capitec’s own website claims that existing clients can get same-day approval and card issuance in-branch, while non-Capitec clients can expect an outcome within 2–3 business days. So why, as a loyal Capitec client, am I being given three different timelines (3 days, 7 days, and “depends who processes it”)?

This level of inconsistency and lack of accountability is unacceptable. I expect someone to review my application immediately and provide me with a clear update and resolution.

Please can a competent consultant contact me directly to resolve this issue.